Senior Product Support Engineer

Join a global product support team working on Nexthink, a complex, enterprise-grade solution used by customers worldwide. This role sits right at the intersection of technology, customers, and real problem-solving—not ticket-passing. 

You’ll handle Level 1 and Level 2 support end to end, owning issues from first contact to resolution, collaborating with internal teams, and directly impacting customer satisfaction. 

You’ll report to the Service Delivery Manager – EMEA and work in a hybrid setup from our Madrid office. 

Job Duties

• Own L1 & L2 support cases for customers and partners across multiple regions 

• Troubleshoot complex issues involving Linux servers, Windows environments, networking, and cloud infrastructure 

• Work directly with customers via remote sessions and follow-ups, no hiding behind tickets 

• Track and manage cases from initial report to final resolution 

• Collaborate with Engineering, Product, and other internal teams to unblock issues fast 

• Participate in incident reviews and follow-up meetings 

• Actively maintain and improve the knowledge base so the same problem doesn’t get solved twice 

• Take real ownership of your domain, not just “do what the runbook says”

Department: Premium Support
Function: Engineering
Experience Level: Mid-Senior Level